Support use case: Use WhatsApp with Zapier to automatically create support tickets

With ActiveCampaign’s WhatsApp feature, you can integrate most platforms that support webhooks, including Zapier. 

This article explains how to automatically create a support ticket when a trigger event occurs in another application (such as Linear, Jira, or Slack). This can help you streamline your support process and ensure that no customer request goes unanswered. 

Take note

• This setup is for advanced users. You need to be comfortable with code. Our Customer Experience team cannot help you implement or troubleshoot code, nor can they help you troubleshoot any issues with Zapier
• You need a Zapier account to complete the steps below

Step-by-Step Guide to Creating a Support Ticket Automatically

Step 1: Create a Zap in Zapier

1. Log in to your Zapier account.
2. Create a new Zap.
3. Select “Webhooks” for the trigger. 
4. Click the “Trigger event” dropdown, then select “Catch Hook.”
5. Click the “Continue” button, then click “Continue” again to go to the “Test” tab.
6. Zapier will provide you with a unique webhook URL. Copy this URL as you will need it in the following steps.

Step 2: Configure a WhatsApp flow to send data to Zapier

1. Open a new tab or window in your browser, then log in to your ActiveCampaign account. 
2. Click WhatsApp > Messaging Flows.
3. Select the flow you wish to integrate with Zapier, then click “Update draft.”
4. Click the “Steps” tab to navigate to the flow canvas.
5. Hover your mouse over where you want to add a step to send data to Zapier. Then click the node (+).
6. Select the “Connect APIs” option from the list of steps, then click “Add.”
7. Configure the “Connect APIs” step:
   • Give the step a short but descriptive name
   • Select “POST” for method type
   • Paste the webhook URL you copied from Zapier into the URL field
   • Set the “Body” field to JSON
     
     Add an object with the properties you wish to send to Zapier. For the first time, hard-code the values and test whether you receive the data correctly in Zapier. Afterwards, you may replace it with the variables you wish to use.

{
  "title": "",
  "description": "",
  "status": "open",
  "customer": "",
  "phone": "",
  "accountID": ""
}

Step 3: Set up the action in Zapier

1. Navigate back to your Zapier account.
2. Click the “Action” item for your Zap.
3. Select the app where you want to create the support ticket (for example, Linear, Jira, Trello, Slack).
4. Configure the action:
   • Select the “Action Event”:
     • For Linear, Jira, or Trello, select the “Create Issue” action
     • For Slack, select the “Send Message” action
   • Map the fields with data received from the webhook. Use the data received in the webhook to populate the fields in the action app
   • Complete the remaining required fields by mapping them to the data received from the webhook. Use the data received in the webhook to populate the message fields the action app. 

Step 4: Final steps

1. Test the Integration - Send a test message or trigger the event to ensure the data is received correctly in Zapier and the support ticket is created.
2. Monitor and Optimize - Track your integration's performance and make adjustments as needed to ensure a smooth support process.